Social Customer Care: Three Steps to Best-in-Class Results

This report will highlight the state of the market in use of social media for customer service. Specifically, it will illustrate the changes in adoption rates, the business value of incorporating social media within customer care programs, and the three building blocks companies must use to drive top-notch results.

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From December 2017 to January 2018, Aberdeen surveyed 164 organizations spanning all industries around the globe to determine the overall marketplace trends, including the top goals and challenges influencing customer experience (CX) programs. This...

Helping customers help themselves — also known as “self-service” — has become a necessity in CX programs. This report will explore the reasons why that is, and will highlight the building blocks needed to achieve success in implementing self-service.

In order to excel in managing customer experiences today, companies must bring down departmental silos. This report will highlight how and why aligning customer service and marketing activities helps firms maximize customer experiences.